Customer Service Manager

About the role

We are currently hiring for a Customer Service Manager to join BlueCross BlueShield of South Carolina. You will be accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff.

BlueCross BlueShield of South Carolina has been part of the national landscape for more than seven decades, with roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina and one of the nation's leading administrators of government contracts, operating one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths.

Schedule

Full-time (40 hours/week), Monday–Friday, typical office environment. Required hours between 8:00 am and 6:00 pm; occasional overtime may be required. Onsite at 17 Technology Circle, Columbia, SC 20203. This position is not eligible for visa sponsorship.

Responsibilities

• Organizes and manages customer service staff and/or customer service teams for a line of business or department.
• Assigns work to associates within the team(s).
• Assists staff by providing guidance and assistance with questions and problems encountered.
• Handles escalated or sensitive customer matters.
• Manages performance to ensure that individual productivity, quality and timeliness standards are met.
• Monitors individual and team performance to ensure all customer requirements are met or exceeded.
• Monitors and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
• Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed.
• Conducts coaching sessions to ensure development of staff within team.
• Conducts team meetings and communications to ensure consistency.
• Encourages, facilitates, and initiates process improvements.
• Ensures that the department is in compliance with all company and government regulations.
• Monitors expenses and prepares annual budget for team.

Requirements

Education

• Bachelor's Degree required.
• Equivalency: 4 years job-related work experience, or Associate's degree plus 2 years job-related work experience (equivalency not applicable for the Celerian Group; Bachelor's degree required).

Experience

• 2 years of health-related or customer service work experience.
• 1 year of supervisory experience, or 1 year of equivalent military experience at grade E4 or above.

Skills

• Excellent communication, decision making, analytical, and problem solving skills.
• Excellent interpersonal, time management, and leadership skills.
• Superior customer service orientation.

Tools

• Microsoft Office.

Benefits

Eligible to participate in benefits on the first of the month following 28 days of employment.

• Subsidized health plans, dental and vision coverage
• 401(k) retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance